Senior Customer Success Advisor – Value Realization & Adoption Strategist for Adobe Experience Cloud Solutions

About brighthush

brighthush is a leading digital experience partner that empowers global brands to design, build, and optimize the future of customer engagement. By blending data, design, and technology, we deliver connected commerce and content solutions that drive measurable results. Our expertise spans commerce, content, analytics, and customer insights, with a deep focus on the Adobe Experience Cloud. We partner with industry leaders in healthcare, retail, manufacturing, and beyond, delivering end‑to‑end services from large‑scale digital transformation programs to platform implementations and ongoing optimization. At brighthush, we foster a culture of curiosity, innovation, and collaboration, where every team member has the opportunity to shape the next generation of digital experiences.

Position Overview

We are seeking a highly motivated Senior Customer Success Advisor to join our remote team in the United States on a contract basis. In this role, you will be the trusted partner for our Adobe Experience Cloud customers, driving adoption, value realization, and long‑term success across a portfolio of accounts. You will blend customer success advisory, value measurement, stakeholder engagement, and account stewardship to accelerate customer maturity and uncover opportunities that support retention and expansion.

Why brighthush?

• Work with cutting‑edge Adobe Experience Cloud solutions and a diverse client base.
• Collaborate with cross‑disciplinary teams that blend strategy, design, and technology.
• Enjoy a flexible remote work environment with a focus on work‑life balance.
• Benefit from continuous learning opportunities, including certifications, workshops, and mentorship.
• Contribute to high‑impact projects that shape the future of digital engagement.

Key Responsibilities

Client Relationship Leadership

• Conduct proactive customer outreach using the CSA digital engagement model and health‑based criteria.
• Understand each customer’s business objectives, success criteria, and value realization opportunities.
• Build and nurture relationships with key operational stakeholders, monitoring account sentiment, adoption, and health.
• Respond promptly to reactive customer inquiries and coordinate resources as needed.

Value Realization Execution

• Translate client goals into Value Realization Programs with clear metrics and milestones.
• Lead internal and customer‑facing Value Runbook Diagnostics (VRA Motion).
• Monitor adoption trends, ROI indicators, success KPIs, and measurable value throughout the engagement lifecycle.
• Develop Use Cases that align with customer needs and business outcomes.
• Identify attrition risks, opportunities, and value gaps early, and propose mitigation strategies.

Lead Generation & Opportunity Identification

• Surface early‑stage solution upsell opportunities based on customer maturity and usage patterns.
• Provide recommendations and handoffs to Sellers and the broader Adobe Ecosystem, including Ultimate Success conversations.
• Deploy digital programs such as thought leadership, events, and training to accelerate adoption.
• Coordinate with Account Directors and schedule Customer Success Review Boards (SRB).
• Contribute insights to Strategic Business Reviews (AD‑Led), sharing adoption scores and next‑best‑action updates.

Communication & Stakeholder Management

• Communicate effectively across business, technical, and executive audiences.
• Engage sponsors and stakeholders to reinforce adoption strategies and value narratives.
• Provide structured meeting documentation and value updates.
• Maintain Account & Solution Health summaries and planning in the CRM and success platforms.

Problem Solving & Customer Advocacy

• Troubleshoot adoption and measurement challenges, providing actionable solutions.
• Monitor and escalate technical issues when necessary, activating CERT for major escalations.
• Intervene early to prevent attrition risk and develop save plans that protect customer relationships.

Essential Qualifications

• Bachelor’s Degree in Business, Marketing, Information Systems, or a related field.
• 6–8 years of experience in Customer Success, Account Management, or consulting, preferably within the Adobe Experience Cloud ecosystem.
• Proven track record of driving value realization, ROI, and success metrics for enterprise customers.
• Strong analytical skills with the ability to translate data into actionable insights and facilitate workshops.
• Experience with customer success tools such as Gainsight, Salesforce, or similar platforms.
• Excellent communication skills, capable of engaging stakeholders at all levels, from technical teams to C‑suite executives.
• Deep understanding of change management principles and how to apply them in a digital transformation context.
• Familiarity with Adobe Experience Cloud or comparable digital experience platforms.

Preferred Qualifications

• Adobe Certified Expert (ACE) or similar certification.
• Experience in a consulting environment where you have managed multiple client engagements simultaneously.
• Background in data analytics, business intelligence, or a related discipline.
• Knowledge of industry best practices in customer success, such as CSAT, NPS, and CSAT scoring frameworks.
• Experience with digital adoption platforms and programmatic engagement strategies.

Skills & Competencies

• Strategic thinking and the ability to translate business objectives into measurable outcomes.
• Strong project management skills, with a proven ability to juggle multiple priorities and deliver on time.
• Customer‑centric mindset, with a passion for advocating client success and driving tangible value.
• Data‑driven decision making, leveraging analytics to inform strategy and measure impact.
• Excellent written and verbal communication, with the ability to craft compelling narratives for diverse audiences.
• Adaptability and resilience in a fast‑moving, dynamic environment.

Career Growth & Learning Opportunities

At brighthush, we believe that continuous learning fuels both personal and professional growth. As a Senior Customer Success Advisor, you will have access to:

• Industry‑leading training programs, including Adobe certifications and advanced customer success workshops.
• Mentorship from senior leaders and subject‑matter experts across the organization.
• Cross‑functional project assignments that broaden your skill set and expose you to new technologies.
• Opportunities to lead initiatives that shape our customer success framework and drive innovation.
• Pathways to senior leadership roles within the Customer Success organization or broader business units.

Work Environment & Culture

brighthush thrives on a culture of curiosity, collaboration, and continuous improvement. Our remote, distributed teams are united by a shared mission to deliver exceptional value to our customers. We celebrate diversity, encourage open dialogue, and empower every team member to contribute ideas that drive change. Our flexible work model supports a healthy work‑life balance, while our focus on professional development ensures you stay ahead of industry trends.

Compensation, Perks, and Benefits

While this is a contract role, brighthush offers a competitive hourly rate that reflects your expertise and experience. In addition to a fair compensation package, you will enjoy the following benefits:

• Flexible remote work arrangement with a supportive virtual team environment.
• Access to a comprehensive learning and development portal.
• Health, dental, and vision insurance options for full‑time employees (for contract roles, we provide a stipend for health coverage).
• Paid time off and holiday schedule aligned with U.S. observances.
• 401(k) matching for full‑time employees (contract roles receive a retirement savings contribution).
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Regular team‑building events, both virtual and in‑person, to foster collaboration and camaraderie.

How to Apply

If you are a results‑driven professional with a passion for customer success and a proven ability to deliver measurable value, we would love to hear from you. Please submit your application through the link below. We look forward to exploring how your expertise can help our customers thrive and how you can grow with brighthush.